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Review by tmort 
Posted: 9.2 years ago
member for 9.5 years, 25 visits, last login: 8.6 years ago
 Grand Rapids,Kent,MI
 $49 per month (12 month contract)
 about 80 days
 "Easy to sign up"
 "Installation coordination and communication"
 "Now that its working I guess it was worth the wait, but did have a dramatic slowdown for awhile."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
Bignet 608/128 ADSL, actual 479/108 after tweaking (registry)
It took eleven and a half weeks to get my DSL in Grand Rapids Michigan from Bignet/Covad/Ameritech installed. Like others have said it was easy enough to get signed up for the service but installation was a long process. Initially Ameritech was to have the line installed by a certain date but then they backed out it was then promised several more weeks down the road. Then there was to be a vendor meet between Ameritech and Covad and Ameritech didn't show up. It was later rescheduled and this time around Covad was delayed and Ameritech was going to leave but I intervened by calling Covad who located him and then contacted Ameritech who told the tech to wait for the Covad tech. I guess they view each other as competitors so they don't make it easy for the techs to commicate directly to each other. All scheduling and communication goes through the distant offices. They finally got their problem solved and the Covad tech installed the service. I had read the other posts and found that when it came to finding out information it is best to call rather than wait for them to contact you. When you call you talk to someone in a central office far removed from the install process. Make several calls and you're likely to get several different answers.
I also found that the ability to have a phone and data line sharing is not yet available from Ameritech yet in this area. This was disappointing but in my case that was not a major factor in my deciding to go with DSL. If this is important make sure you can get this in your area.
The Covad tech only installs the line into the house and tests it. In my case the cheap telephone wire that I had installed to the computer area wouldn't work (even though it worked with the modem) and a new twisted pair was installed. He doesn't setup your computer. At that point the ball is handed back to Bignet. I got it up and running from what I saw the Covad tech do along with some help with the email setup from Bignet. It is worth mentioning that the tools at the DSL reports site are worth checking out. I checked the speed. The line checked out good but it recommended some tweaks to my computer that increased the speed dramatically.
have had the service for almost two weeks and a half and have been satisfied until a couple of days ago when my download speed decreased to that of a modem. I was told a number of things regarding the problem but it was a national or regional problem and not a problem with my line. After four days it was back up to full speed. What the long term situation will be time will tell.
I don't want to give an overly negative impression, no that it is installed I'm happy. I did find that the other comments on this ISP as well as others prepared me to be patient although I was getting pretty anxious towards the end. The waiting was a lot easier if I kept my mind on other things.
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Review by wmragnow
Posted: 9.2 years ago
member for 9.2 years, 22 visits, last login: 4 years ago
Jonesboro,Clayton,GA
$54 per month (12 month contract)
about 60 days
"None"
"Service, Tech support,"
"I'm dumping them as soon as I can"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
William Ragnow Jonesboro Ga. Ordered 144K line with additional user
see comments posted in response to easberry, posted on 8/20
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Review by CtrlAltDelMC
Posted: 9.2 years ago
member for 9.2 years, 3 visits, last login: 9.2 years ago
Villa Park,Dupage,IL
$50 per month (12 month contract)
"There is *always* some type of maintance going on"
"Just nothing ever gets fixed from this maintance"
"The B in Bignet stands for BAD"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
Dear DSLReports,
I'd like to take the opportunity to give a review of Bignet IDSL to you. I
am an IT support person for Sysix Technologies, and my home dsl(144k) is
used primarily for gaming on the Internet. I also use it for ftp and
normal office-type applications.
Bignet is a DSL company out of Michigan, partnered with Covad
Communications.
INSTALLATION
The time it took from order-installation was a little more than one month,
which is quite a while. I was satisfied with the actual installation and
configuration, which Bignet made easy.
SUPPORT
Here is where Bignet really falls short. As an IT tech support employee
myself, I am very familiar with the process, and it's ins and outs. On a
scale of 1-10, with 1 at the worst possible service(amounting to no
service), and a 7 being acceptable, I rate Bignet at 3.5. Let me draw some
examples. Often, while performing upgrades they know about, the fail to
report the downtime on the web page devoted to doing just that, and one
winds up waiting on hold for forty minutes to have the level 1 tech person
say "Yes, DHCP is down today" Bignet is undergoing major changes, according
to a higher level director, but thus far I have yet to find improvement in
the service I receive. A number of my emails requesting support have gone
unanswered, and on more than one occasion I was not give a call back as
promised. A problem, which I will detail later in this review, was being
experienced. I spoke with a high level support person(after hours of the
run-around trying to find out the details of the problem), and he did in
fact give me the true problem, with the true expected time of its solution.
Shortly after, my problem was fixed, and then reappeared. Though I gave
them evidence, in the form of traceroutes, I still received no solution or
email stating that a solution was in progress. I was just told to replace
my IP stacks, which I did. Again, I emailed the problem in, and received
no response.
ACTUAL SERVICE
For the first few months, I was very, very happy. My gaming pings averaged
115, with the closer servers pinging a steady 70. As of the last two
months, however, there was a problem developing. VERY often, maintenance
on the systems crashed the whole network's DHCP, disabling my Internet with
no email warning or posted downtime.
I found out that the company was restructuring, so some instability is to
be expected. For a short period of time this last month, the Bignet
servers could not handle the load they were given, and many customers were
routed through FNSI, which was improperly suited to handle loads. During
this time, my pings fluctuated wildly from 150-900, with up to 70% packet
loss. This, for gaming, is completely unplayable, rendering my DSL
useless.
I was given notification that the problem was fixed, but still experienced
the same problems and confirmed my routes through traceroutes. I alerted
my contact at Bignet to the problem, sent him screenshots, and was not
given any solution.
My current ping, and motivation for this letter, is at it's lowest 160,
this at servers I average 70. On servers which I have averaged 110, my
ping is now over 200.
Regardless of numerous requests for further inquiry into why this is so, I
am still stuck with it, and am now looking to leave Bignet as a
dissatisfied IT customer, who will never recommend Bignet to anybody, and
instead will firmly persuade them to stay with a modem instead of choosing
Bignet.
I've included some screenshots I just took to show you what I mean about
the instability. There are five different shots of my traceroute program,
taken within 20 seconds of each other, and the large fluctuation between
hops is clearly evident.
The files are 1.jpg, 2.jpg, 3.jpg, 4.jpg, 5.jpg, and are contained in
bignet.zip, which is attached to this message.
Thank you for the opportunity to air my experiences to persons other than
those I deal with on a daily basis in my position.
Regards,
John P. Schneider
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Review by easberry
UPDATED: 9.2 years ago
member for 10.2 years, 213 visits, last login: 5.8 years ago
Buford,Gwinnett,GA
$49 per month (12 month contract)
"Decent price for IDSL"
"No follow up, tech support ignores email, and they do not call you back"
"Uncle! Uncle! I give up!"
| Pre Sales information:
Install Co-ordination:
Tech Support:
Value for money:
|
This is a journal detailing my experiences _attempting_ to get BigNet/Covad 144Kbps IDSL installed. Bottom line, after about 2 1/2 months trying to get it installed, without even having an FOC date, I canceled. Read on for the sordid details should you be morbidly curious. 
6/2 Placed my order via telephone and was told someone would follow up with me on install info.
6/5 On Monday, my credit card was charged. Their billing department at least seems very efficient.
6/13 and I still haven't heard anything about the installation date. I know it takes awhile to get DSL installed, but I thought I would have heard the date at least by now. So, I email their support asking for status.
6/15 Email wasn't answered, I finally called the same 800# I called to place my order. Didn't have to hold, and actually got the same rep right off, and she remembered me. She checked my account and told me "Per Bell, ran F1 Pair ..." (I didn't catch all of it). Apparently some work was completed on 6/14 by Bellsouth, and Covad is "working on it" and I should receive an email from them re: installation when they are done. So, I guess I'll wait another week, and if I don't hear anything, I'll call again.
6/22 This time not so lucky on the hold time. Was on hold for a total of about 40 minutes. Didn't get my rep this time, apparently the number I called before is now routed to different folks. I was told that Covad received the order on 6/20 and they are "processing it". I should _definitely_ hear from them by next week.
6/30 Grr... still nothing. Call at 9:35am, on hold for about 15 minutes and then get disconnected! Call back, on hold for another 15 minutes and finally get a rep. He puts me on hold for 2 more minutes, then comes back and tells me that they have a new procedure to make post-sales, pre-install inquiries smoother. With this new procedure, there is a department of people devoted to handling these inquries. So, he verifies my phone number, and says somebody will call me back from that department in "a couple of minutes". Well, this new procedure makes it smoother for them, I guess, because nobody bothered to call me back! After sitting at my desk for an hour, I emailed one of the people who have actually bothered to respond in the past (Robert). Thankfully, he responded and sent me what looks like a history of what's been going on with my DSL install. Looks it's primarily Bellsouth holding things up. Apparently Bellsouth has been scheduled to install my line twice now and hasn't for who knows what reason? The next to last entry was on 6/26 where Covad has requested an expedited due date of 6/30 on the install. Then on 6/28 a note that they are "still working with the phone company" but no date. My fingers are crossed ... So this appears to all be out of BigNet's control, except for one thing. It would be nice if these status changes were getting emailed to be when they happen. If I had not called them all these times since my order, I would just be sitting and wondering if they were even working on it.
7/6/00 I sent some email to bignet's generic "support" account yesterday asking about my order. I don't expect to hear anything back, since all of my previous messages have been completely ignored (despite a promised 12-48 hr turnaround). I've been concerned all along that Covad didn't seem to be sending me any status email, so I finally decided to try calling them. No hold time, and talked to a very nice rep and found out that my status updates have been going to my original BigNet sales rep's email address -- she just hasn't bothered to forward them to me. So, I had the Covad rep change it to MY address, so I will at least stay informed. I will then forward the info on to my wonderful sales rep, just to keep the chain "unbroken", in case she needs the info for something. Meanwhile, the Covad rep said there was no activity on my account since 6/28, and she is "escalating" it to find out exactly what the problem is and when an installation can be expected. It will take 24-48 hours, she suggested I should call Covad back on Monday 7/10. Well, we're rapidly approaching 45 days ... and I'm beginning to lose hope! Oh, and BigNet's "coming in July" online-DSL-order-checking on their web site is nowhere to be found (unless they've hidden it really well). Grrrr....
7/10 Well, I've decided to now go ahead and rate BigNet's tech support, with the lowest score possible, because they simply ignore all my emails to them. That, combined with my telephone experiences (esp. on 6/30) is leaving me really frustrated. (Aside: I _really_ wanted to go with Speakeasy, but they were so much more expensive when I placed my order ... that is, until a week after I placed my order with BigNet. Then they apparently dropped all their prices! )
So, today, I called Covad, and they told me that Bellsouth says the "PON was already in use" and that it is in "clarification stage" and that after "verifying the PON is disconnected", they have to "request a new FOC date". Whatever the )!#)*!#% means. What it boils down to is: call us back in 2 or 3 days, and maybe we'll know something. What a nightmare. I fear at the end of all this I'm not even going to be able to get service. My confidence in these guys is rapidly descending toward zero.
7/12 The incompetence continues. Good thing I had Covad change that email address. I decided to send an inquiry to my sales rep at the address Covad said was on the account and the )*!#%)*!#% thing bounced back with user unknown. ARGGGGH!!!! WHY didn't I wait another week to place my order and go with Speakeasy?!?!?! They would probably be running into the same issues but at least they'd be keeping me updated (from the reviews I've seen).
7/13 Called Covad (I've given up on getting any information whatsoever from BigNet. The one guy who was answering my emails before, Robert, is now ignoring me). Current story is that the loop was provisioned, they did a loop test and discovered noise on the circuit and turns out the loop was actually already in use. As of 7/12, it has been deprovisioned, and now they are
waiting for reprovisioning. They are expecting a response from Bellsouth by 7/20. She suggests that I should hear something by email before then, if I have not, call them back then. I guarantee after this experience, if I ever have to choose between a cable modem and DSL in the future, I will go with the cable modem. My stinky, lame 1-way cable modem that I have now was a LOT easier to get installed than this has been.
7/20 Of course, haven't heard anything, so I called again. Apparently the date they expect to hear something by is now 7/26. This is the date that they expect to get a DATE for Bellsouth installing the line. So I'm guessing at the very least we'll be well into August before even the slightest hope of getting DSL. The Covad rep said I should be able to get my DSL pretty quick once the line is hooked up... and that my order will be expedited since it has already taken so long. We'll see. Guess I'll call back next week.
7/26 This is just plain silly. Guess what Covad says? We'll know something by 7/31. Is this a case of a watched pot never boils? Maybe if I quit calling I will have forgotten all about it and get a nice surprise for Christmas? I am really becoming DiSiLlusioned ...
8/2 Well, on the "watched pot never boils" theory I waited a couple of extra days to call Covad. SSDD, "As of 8/1, still no response from BS." "Call us back on Friday if you haven't gotten an email with an FOC date yet". I sure am glad I at least have my stinkin' one way cable modem right now.
8/11 They were supposed to know something last Friday. I waited an extra week. Now they're saying they're supposed to know something by tomorrow. I emailed the one contact @ BigNet who ever answered me. The email was bounced, apparently he doesn't work there any more. I tried calling the number that a BigNet tech supposedly posted below. It's now answered by someone else, who doesn't even identify what company they are with. I'm going to wait until Monday and call BigNet. If I don't get a satisfactory answer, I think I'm just going to cancel. They are giving me the runaround and nobody at BigNet or Covad seems willing to do anything about it. I never signed any contract, and they promised me service within 30-45 days. It's now been well over two months. Based on other reviews I've seen, I guess I'll have to dispute the $300 in charges with Amex. Maybe I can get some results if I order from Speakeasy. I kind of hate to start all over again, but I'm tired of being told "we should have your install date next week" over and over and over and over and over .....
8/14 Guess what? Still nothing. I give up. I canceled the order today. They didn't even ask why. Nice to deal with such caring folks. Ironically this one of the few times I actually got right through on their 800#.
8/20 They're killing me. Today, 6 days after I finally gave up and canceled the order, I get an email from Covad saying my line is going to be installed on 8/29. What a joke. I've canceled the order with BigNet on 8/14 and got a "trouble ticket number"... I've also lodged a dispute of the charges with Amex since I'm sure they'll be a little slow getting around to refunding my money on their own. (Especially since they now seem to be having some trouble getting the cancelation processed). ARRRGHH!!!!!
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Review by (hidden by request)
Posted: 9.2 years ago
(review was emailed from domain jackson.cc.mi.us)
Farmington,Oakland,MI
$60 per month (12 month contract)
"I have made a daily routine of walking my dog and calling Bignet to see when my service will work."
"Although having someone to talk to everyday is nice I'd rather have my DSL."
"It is out of morbid curiosity I have kept their service this long"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
My actual rating would be as follows:
Pre Sales information: 3 out of 5
Install Co-ordination: 1 out of 5
Tech Support: .5 out of 5 (Until Bignet I've never had a tech hang up on
me because they didn't want to answer my question with Bignet this
actually happened more then once.)
Value for money: 0 out of 5
Although already my ratings may seem harsh my scores are actually very
nice compaired to what I am feeling I am getting. Let me tell you the
story of my experience with Bignet. It all started this January
when I first moved to an area that was wired for DSL. I called bignet and
agreed to their service as they described it to me. They warned me it
would take about 3 weeks for Covad to install my service I couldn't wait.
they told me I would receive a phone call telling me when Covad would
install my service. (On a side note I've never gotten an email message
and only once recieved a call from Bignet or Covad about an install time.
This is in part what has brought about my daily phone call to bignet so
I can get a status report on when I will have the service installed.)
Covad showed up one day early but they did give me warning so I did not
complain. However when the tech left he was unable to get my DSL working.
He told me that he would schedule a vendor meet with Ameritech (my local phone service provider.)
However 2 minutes after he left I was able to make
the changes needed to get my DSL up and running. I had DSL working
without too many problems. It wasn't always up, but most of the time
it was. Except for a week with terrible ups and downs. I never was able
to get my email account to work because the tech support people
would hang up on me or give me the wrong pop mail information. This was
not a major problem because I have
other email accounts. My major complaint with Bignet didn't come into
play until I had to move. I noticed that where
I was moving (from Novi to Farmington Hills) was still covered under
Bignets DSL service so I called 3 weeks before
the move and asked that they switch me over. I then moved 3 weeks later,
feeling that I was being understanding
I knew it may take 4 or 5 weeks to get the dsl up and running if they were
very busy. So I called bignet the day after
I moved to find out when covad would be by to install everything. I was
informed that they had lost my request for transfer.
So I again requested the transfer. I also asked that they stop billing me
while I was without service.
They agreed and I waited a few days and called Bignet back to find out
when Covad would be by to install my service.
I was told once again they had lost record of my request. To keep this
short I will say that I ended up requesting to have
my service transfered three times before they finally put the paper work
in. (although by then I had no idea if they
really had.)
Later that month I get my credit card statement and I find that not only
has Bignet not stopped billing during my downtime
but i was being double billed. When I called them to find out why I was
being double billed they said they had
no record of me as a customer. I told them the date and the amount that
the bill was for and they said they had
record of billing me but still couldn't find me in their system outside of
that. Once again I asked them to stop billing
me while I wasn't recieving service. They said they would.
Well four months has past since I first moved and I am still without DSL.
To be fair to Bignet their Covad rep was out to my
place for the second install a few days early and he was once again unable
to get it working. After he left I tried to get
it working and could not. Bignet scheduled another vendor meet and a week
or so after that they said my DSL was working
however it wasn't. Then two days ago it started working. it lasted for
about four hours, then it stopped.
I called their tech support and was told to wait over night, I did and by
the next
day I was still without service, only after three complaint calls over a
days time did they finally open a trouble ticket.
My own sales rep has said to me "I don't know why you put up with us."
Honestly its a morbid curiosity to see how bad
of a job they can do before my service is up and running.
Since my long and painful time with Bignet I've talked to alot of people
at Covad and Bignet and learned a few things,
the first explains this situation very well. As it turns out Bignet use
to be 90% sales force and 10% everything else,
this ment they took in alot of business fast and had little skill to back
it up. To fix this (I'll give them credit for trying.)
they bought out another company (I don't remember its name.) so they could
support their client base. I was told
by Covad reps that Bignet use to be alot worse before they purchased this
other company. However I honestly can't
imagine how that is possible.
And finally the reason I give Bignet a zero service rating, because I am
paying 60$ a month for DSL but I have to use a dial up account from
another ISP to connect to the net.
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Review by johnruder1
Posted: 9.3 years ago
(review was emailed from domain msn.com)
Chicago,Cook,IL
$39 per month (12 month contract)
"Excited, but preparing for BAD NEWS somewhere along the way!"
"Got SCARED when I listened to MUSIC on HOLD with BIG NET TECH Support, and got disconnected Twice!"
"Jury still out, but hoping for a favorable Verdict, knowing this can go, TI_S - UP!"
| Pre Sales information:
Install Co-ordination:
Tech Support:
Value for money:
|
Started to read about DSL providers available in my area in late June, Got the lead about dslreports.com from my nephew, (MIS for an aerospace company. Did some hard thinking and contacted a few DSL providers. Based on availability and readings, selected BIG NET/COVAD.
Placed the order on 03.Jul.2000, agreed to one year contract with BIG NET / COVAD for TELESURFER, Credit card authorized for $499.00 (One Yr Service), and $198.00 (Installation), to be rebated by COVAD after installation. Felt PRE-SALES was GOOD, information provided and questions answered.
Order accepted 06.Jul.2000 with an EMAIL from COVAD, and letting me know an order has been placed for a data line from CO, (Ameritech. Credit card charged on 07.Jul.2000, (Like ANOTHER Reviewer said, BILLING is QUICK and WITHOUT much of a Hitch). Not bad, order accepted by COVAD three days after ordering.
10.July.2000 recieve an EMAIL from COVAD that AMERITECH has an install date of 20.Jul.2000 for DATA line. Not BAD, FOURTEEN days since order confirmation.
During ordering process was told that I would have access to BIG NET Dial up as ISP while waiting to get DSL installed. Called SALES back on 10.Jul, to get access number for dial up. Told to call 888.BIGNET1 for that info. Call that number, put on MUSIC on HOLD, and am disconnected on three seperate occasions, after about a total of 01+30 on hold. FINALLY make connection and they, TECH SUPPORT, cannot find ANY record of my BILLING but can find me in the system! This PUZZLES and ALARMS ME, start thinking DSLREPORTS.COM Horror stories. The TECH asks for, "A COUPLE of DAYS", to straighten this out. I tell him OK, and he opens a trouble ticket. In the back of my mind I worry about the COVAD/AMERITECH order getting cancelled because of this trouble ticket. Within twenty-four hours I get an EMAIL from BIG NET DSL support CONFIRMING AMERITECH install date of 20.July.2000
Thursday, 20 July.200, I am waiting for the HAMMER to drop with AMERITECH to be a NO SHOW. Well, at 1:20 PM, TWO installers show up from AMERITECH. They look up at the back og the house, (Traditional brick Chicago style bungalow), and ask how many phone lines into the house. I tell them two, as there are two drops from the pole. They say they will cut them down, install a six wire drop, the NID, and splice back the phone lines from the basement. These guys were WONDERFUL, were there for 01+20, and did what seems to be a good clean job. (Actually PLAYED with my two golden retrievers). Also, on 20.Jul.2000 recieved another EMAIL from COVAD that they woudl schedule their part of the install after getting conformation of AMERITECH install and resutls from loop tests. That same night at 11:39 PM, COVAD sent another EMAIL to give their appointment on Saturday, 29.Jul.2000, which is tweyty-four days since ORDER confirmation by COVAD.
Even thought the service is not yet up and running, thus far I feel things have gone extremely well. But since the install is not final, the jury is still out and things can still go horribly wrong.
One other note, the same day I ordered DSL, my brother in Collierville TN (38017), ordered DSL from BellSouth, - He was UP and RUNNING last week!
Well, I KNEW it was, "TOO GOOD TO BE TRUE"! Recieved an EMAIL from COVAD today, 28.July.2000, that COVAD SERVICE appointment for 29.July.2000 was, "POSTPONED Due To, LOOP DELIVERY PROBLEM". Off to call and see what is happening!
UPDATE: 29.Jul.2000 - After I recvd EMAIL from COVAD cancelling Service Appt due to, "Loop Delivery Problem", I called BIG NET Tech Support. I do not know where the call bounced or routed to, but the gentleman I had on the phone had a barking dog in the background. Had a heck of a time pulling up my order number. Kept putting the phone down, and finally realized he was talking to someone over a two-way radio. I heard whomever he was talking to say that COVAD and AMERITECH were communicating but the problem was in AMERITECH's and were waiting for them to resolve. I asked him if he was going to open a trouble ticket, to which he responded, no. He then mentioned that I should call AMERITECH and find out the resolution date or an idea of when it would be. Since BIG NET / COVAD are the ones I contracted with, and NOT AMERITECH, what do you think the chances of AMERITECH speaking to me!
Soooo, got ABSOLUTELY NOWHERE!
UPDATE: 31.Jul.2000 - Called BIG-NET DSL Support at 1140 AM, asked for an UPDATE on, "Loop Delivery Problem", that was EMAILED VIA COVAD on 28.Jul.2000. (I called BIG-NET using my Calling Card and NOT their 888 number. Seems they answer quicker that way). I was ASSURED that I would be called back in 10 minutes, and I gove them three numbers, Work, Cellular, and SKYTEL nationwide pager with EMAIL notification, just in case I fell out of my Chair at work and was away from my phone. You GUESSED it, FOUR hours pass and NO phone call back. I call COVAD's 888 number, follow their menu, and get connected to a very nice lady who looked up my account and told me, "A Trouble Ticket has been opened with AMERITECH", (On 28.Jul.2000), and, "We should here back with a status in three to five business days". She asks to put me on hold for two minutes to update and log my call. She comes back on the line and states that she has made a note of my call and then, in a very nice voice tells me, "I am obligated to tell you that you could have gottten this information directly from my ISP Provider BIG-NET". I tell here that if BIG-NET would have called me back and told me what you told me I would have NEVER called COVAD directly! I told her that in the three minutes I spoke to you, you had more information than BIG-NET provided during two plus hours of calls! Whom do you think I'll be calling for an UPDATE on Thursday or Friday, BIG-NET or COVAD, If I do not FALL out of my Chair, it wll be COVAD.
UPDATE: 01.Aug.2000 - No update available from BIG-NET
UPDATE: 02.Aug.2000 - No Update Available from BIG-NET
UPDATE: 03.Aug.2000 - Called BIG-NET Tech support on their toll free line. Am on Music On Hold 17 minutes, answered by a rep. They check my account and tell me that COVAD and AMERITECH have corrected the, "Loop Delivery Problem", and will be EMAILING me on 04.Aug.2000 with a NEW date to complete the install. I am home from work about ten minutes and answer the phone, it is BIG-NET to give the install date, 07.Aug.2000. I thank him for calling. Sooo, if all goes well I SHOULD be up and running on 07.Aug.2000. It THAT HOLDS TRUE, it will be 28 calandar days from ORDER to INSTALLATION. Like I said, I have my fingers crossed.
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Review by piranha
Posted: 9.3 years ago
(review was emailed from domain speedchoice.com)
Novi,Oakland,MI
$50 per month (12 month contract)
| Pre Sales information:
Install Co-ordination:
Tech Support:
|
Well, first off, I have to say, Bignet Customer Service, Tech Support, and
everything else, sucks. Why? Well, I ordered an IDSL line back in March,
about 6 months ago. Do I currently have it running? no. Everything was
smooth after I ordered it, the price was right, and the rep, Steve Druc, was
a very nice guy. Covad was set up to install, and they did. There was a
problem after it was hooked up, traffic was not flowing. The Covad guys
called Bignet, they yelled at each other, then they realized it was
Ameritech's line problem. I am almost a Cisco Engineer, so I know a little
bit about computer networking. I told them I could probably set it up if
they told me how, and it was all DHCP, relatively simple. In the meantime,
I was looking through the router box, and found the software CD. On it, it
said something like "set up DSL." I loaded it up, and connected to the
router just to see what it could do. No, I didn't change any settings, that
would be totally stupid. The simple interface didn't allow much anyway.
Well about a week or 2 later, Ron Jamil, head of tech support, called me to
help me set it up since the line was supposedly fixed. We put in the
settings, and it didn't work. He asked if I had loaded the software, and I
told him I did. He basically said that I messed it up by doing that, it
would have to be sent in, and I would have to pay 150 bucks to have it
reconfigured. Also, he totally screwed me by closing my order, which was
never working in the first place. Ron did NOT know if I had messed up the
router or not. Yeah, okay, like I was going to pay that much for something
that we didn't even know was my fault. Well, after trying to get through
with tech support (ha ha!) I went to my sales rep, because no one else could
do anything. Conviently he worked at the bignet office a mile away from my
house. He had me bring in the router, and he was going to send it in to
have it fixed, free of charge. 2 Weeks later, I recieved it back. I took
it home, plugged it in, and it still didn't work. Big suprise. After
calling tech a few more times, (and a week or 2 later) I finally got some
answers. Its funny, because one tech support person will put a trouble
ticket in, and I'll call back a week later, and the next techie doesn't even
see one on my order. Hmm... I had the router sitting at home, just
cooking, and I decided to go back down to the office and get some help,
because I was sick of 30+ minutes on hold every call. A different sales rep
and I called Bignet together and waited for another half an hour. After
being transferred to another queue, we got a person named Steve (from
Internet Services) on the line. He was very helpful, I explained my whole
story, and he said that isn't right, I'll help ya. Well, we didn't get it
working, and a Bignet Engineer was supposed to call over the weekend to help
me. Personally, I don't think Bignet Engineers exist. Well, I called Steve
(He was kind enough to give me his direct #) and he told me to bring it
back. That brings us up about 3 and a half weeks from now. I turned in the
router, and waited. I was suprised I didn't get it back 2 weeks later.
Since I work part time during the day, I only have 2 days to get ahold of
Steve during the week. I called him today, and after waiting 20 minutes
while he found out what was going on, he said they STILL had the router. I
asked if it was sitting on a shelf or something, and he said he didn't know.
By the way, Steve at Internet Services has been very sincere and helpful, I
wish everyone at Bignet had his compassion for the customer. Well, I was at
work, and I used my moms cellphone she lent me so I could get this figured
out. I didn't get a call back, so I have to call tommarow. I even tried
emailing everyone I could find on bignet's site, and I didn't get a reply.
From the countless hours I have put into trying to get my DSL to work,
Bignet does not care about the customer, besides a few isolated people. I
have been given the run around too much, and I'm the one who has to turn the
wheels obviously, not them. Bignet advertises like mad, but can't back it
up. Customers like me fall through the woodwork with nowhere to go. I just
hope that I can get this working before I leave for the military, otherwise
I'm canceling. I cannot fathom what my parents would do if they were being
manhandled by this company. I do not recommend them at all... They don't
care. I hope that this story will help people think before they make their
ISP decision, it could save you a lot of time.
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Review by (hidden by request)
Posted: 9.3 years ago
(review was emailed from domain hotmail.com)
Petersburg,Petersburg City,VA
$49 per month (12 month contract)
"No Downtime so far"
"to many hops and news server is capped at 15k a sec :("
"solid service a few of these reviews scared me but a lot of horror stories seem to be user err or just plain bad luck"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
Friday 05-19-00 Days Running 0
Called a Bignet Sales Rep, gave him proper info and he verifyed that I
Infact qualified to recive ADSL service from Covad/Bignet. Signed up for
608kbps/128kbps Telesurfer Service @ 29.95 for the first 3 months (By
the way the bill you for the first Three Months at once) and 49.95 there
after. Recived my contract and other info via e-mail later that day,
filled out the contract and I will try to fax it ASAP.
Monday 05-22-00
Bignet/Covad recive contract.
Wednesday 05-24-00
Well Covad said the line was on the way and they were expecting a call
back from Bell before or on 06-01-00.
Thursday 06-01-00
Nothing on Bell's part.
Tuesday 05-30-00
From Covad/Bignet
The phone company has informed us that this order required an update to
continue processing. We have made the necessary update, and have
resubmitted the order to the phone company for further processing. We
are expecting a response back from the phone company by 06/07/00. If we
do not receive an FOC date by that time, we will contact the phone
company and update this log.
Friday 06-03-00
From Covad/Bignet
We are pleased to inform you we have received a committed delivery date
from the local phone company for a new data line. After the data line
delivery is confirmed, Covad will schedule a date for the Covad
technician to perform the DSL installation. Phone Company Delivery Date:
June, 08 2000
I Hope so btw they informed me i need to be home for this.
Thurdayt 06-08-00
I Cant belive I thought Bell would show up! Oh well Covad/Bignet are on
the case
P.S No matter how much you call and complain to Bell you will get no
where your efforts to get any info are futile so dont waste your time,
trust me I know.
Tuesday 06-13-00
I have another date for Bell to come out on 06-16-00. Will they show up
this time? who knows.
So far I am 25 days into this thing. If Bell will do their part I hope
to be up and running between 06-19-00 and 06-23-00.
Friday 06-16-00 total 28 days to get the Line
Well people it is official hell has frozen over! Bell has installed the
line and it has been reported as working. I called covad to try and set
up a time for them to come out, they informed me that I would recive an
email later tonight and if I was unhappy with the date I could call and
re-schedual.Now it is time for Coavd to step up the the plate and play.
Well I have been to lazy to update this since I got my DSL "mmmm fast
mmmm" Covad came out the next Friday so I was up and running In a total
of 35 days.The first day my dsl would just die for short periods of time
and then start running fine again after that I have seen no downtime at
all since I have had dsl.
I was running win98se and getting about 256kbps max from my 608/128kbps
service so I formatted Installed WinME Final Beta and now for what ever
reason my sppeds are through the friggin roof lets just say 456kbps a
sec is slow for me
The Bottom line: Bell sucks Once the line is installed everything flys
Bignet is a solid isp I have had no probs what so ever and I will shoot
myself before I go back to dial up now
P.S Thowse Speed Stream Modems Shure do get hot
Sorry for any crappy gramer I am really lazy but this should help you
ppl in you quest for DSL.
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Review by drodriguez
Posted: 9.4 years ago
(review was emailed from domain actcon.com)
Columbia,Richland,SC
$140 per month (36 month contract)
"KNOWLEDGEABLE ON-SITE TECHNICIANS & SUPPORT STAFF"
"WOULD LIKE TO SEE THE PRICE COME DOWN"
"WORKS FROM DAY 1"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
AS A NETWORK/SYSTEMS ADMINISTRATOR FOR OVER 12 YEARS, NEVER HAVE I EXPERIENCED SUCH A FLAWLESS INSTALLATION. THE TECHNICHIANS ARE KNOWLEDGEABLE IN THEIR JOBS, AND WHEN IT CAME TIME FOR TECHNICAL SUPPORT, YOU WERE ABLE TO WALK THROUGH THEIR INSTRUCTIONS WITH LETTLE OR NO NOTES.
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Review by (hidden by request)
Posted: 9.4 years ago
(review was emailed from domain iols.net)
Naperville,Dupage,IL
$49 per month (12 month contract)
"None"
"Take money before any service is provided"
"If services is canceled by provider takes WEEKS to get Money BACK!!!"
| Pre Sales information:
Install Co-ordination:
Value for money:
|
Bignet.net is a DSL provider from Detroit,MI. and has started
advertising in the Chicagoland area. They advertise on the Chicago TV
stations. Their adds say DSL service starting at $29 per month for the
first 3 months if paid in advance. Then the price goes up to $49 per
month. So. I gave them a call and ordered the service. This was on May
1st. All sounded great for me (I was over 26,000 feet from my CO and
only figured on getting IDSL 144/144). The service was to be through
Covad with the line from Ametitech. I got some Email from Bignet.net
stating that my line was going to be installed on May 23rd (great). I
did notice that my bank account was charged $299. from bignet.net on
about May 12th (or so). Billed before I get the service THAT WAS NOT
METAINED when I order the service! $299 =3D (3 months @ $29 + tax) +
$198 installation charge from Covad (refunded via a covad rebate). Well
on the 23rd I get Email from bignet.net stating that the order was
canceled (due to no pairs available from covad/ameritech). I called
bignet.net to ask why and got the same reason. They said I could
re-order or cancel, so I decided to cancel may order and was advised
that my account would be credited within a week. Well, its now 3 weeks
and still no credit and I have called at least 3 times to try to get the
credit with no luck. I even have a number to someone in the finance
department (Jenifer) and left messages but still no return calls, and
still no credit!
Anyone planning to use "bignet.net" as an ISP be careful! They bill you
account before the service is turned on, and if for some reason you do
not get DSL service from them it may take months (if ever) you get
credit!
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Big Net, Inc.
